Senior Support Engineer
Position Senior Support Engineer
Company PROS, Inc.
Job site address 3100 Main Street, Suite 900, Houston, Texas 77002
QUALIFICATIONS:Minimum Bachelor’s degree in Computer Science, Engineering, or a related disciplineMinimum 5 years of experience in the support of cloud-based product or technology, working in a fast-paced environmentMinimum 3 years of experience working with Linux, Unix, and Windows operating systemsMinimum 2 years of experience with cloud monitoring tools such as Zabbix and PrometheusMinimum 2 years of working experience with Oracle database
MAJOR RESPONSIBILITIES AND DUTIES:
The Product Support Engineer is a primary team member who analyzes technical challenges when implementing and adopting Cloud solutions into complex business environments. Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers in their use of PROS solutions. Take end-to-end ownership of customer incidents, including initial troubleshooting, identification of root cause and issue resolution. Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Confer with customers regarding the nature of technical issues and analyze customer technical issues to ensure problems are resolved as expediently as possible. Collect information and document bugs with Engineering for product issues that are impacting customers. Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread. Create process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets. Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers. Work in and thrive in a team environment where you can learn from and contribute to the team's success.
TO APPLY: Send resumes to: Talent Acquisition, Pros, Inc., 3100 Main Street, Suite 900, Houston, Texas 77002 or email: firstname.lastname@example.org. Website: www.pros.com.
PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.
This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success. Analysts
Our people make PROS stand out from the rest. if you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.
Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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